Returns & Refund Policy
At Greenway Matcha we want you to love every cup. Because our products are consumable food items, this policy explains when and how returns and refunds apply. If you have any questions, email us at support@greenwaymatcha.com.
Food safety & opened products
For health and safety reasons, we are unable to accept returns or offer refunds on matcha that has been opened, used, or had its seal broken, unless the item arrived damaged, defective, or incorrect. This protects all of our customers and follows food-handling best practice.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or you received the wrong item, we'll make it right. Please contact us at support@greenwaymatcha.com within 14 days of delivery with:
- Your order number
- A description of the issue
- A photo of the product and packaging
Once verified, we'll offer a replacement or a full refund, including any applicable shipping costs.
Unopened items
If you'd like to return an unopened, unused product in its original sealed packaging, you may request a return within 14 days of delivery. Return shipping costs are the customer's responsibility unless the return is due to our error. Refunds are issued once we receive and inspect the returned item.
Non-returnable items
The following cannot be returned:
- Opened or partially used matcha
- Products without their original sealed packaging
- Gift cards
- Sale or clearance items
How to start a return
Email support@greenwaymatcha.com with your order number and reason for return.
We'll review your request and, if eligible, send return instructions.
Pack the item securely in its original packaging and ship it to the address we provide.
Please do not send items back before receiving confirmation and instructions from us.
Refunds
Once your return is received and inspected (or your damaged/incorrect-item claim is approved), we'll notify you of the outcome. Approved refunds are processed to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear.
If you haven't received an approved refund after 10 business days, please first check with your bank or card provider, then contact us at support@greenwaymatcha.com.
Cancellations & changes
If you need to change or cancel an order, contact us at support@greenwaymatcha.com as soon as possible. We can usually help if the order has not yet shipped.
Contact
Greenway Matcha
Business address
Email: support@greenwaymatcha.com
Hours: Mon–Fri, 9am–5pm EST
